FAQ


PLACE ORDER

- Can I cancel my order?

 Once your purchase is complete, you will receive a confirmation email with the details of it. It will not be possible to cancel or modify your order if it is already in a state of preparation. 

- Why haven't I received the email confirming that my order has been shipped? 

If after 24 hours of placing your order, it is still in confirmation, please contact us here

- Can I change my shipping address?

 If you want to change the delivery address before the order is dispatched, please contact us immediately here.  If the order was sent before the change of address, the change must be made directly by contacting the carrier.

 - How to order? 

To make your first purchase, it is very easy, once you have decided which product (s) you want, you have to:

 1. Click "Add to cart" and choose the option "Buy now"

 2. On the next page, "Information" please log in, otherwise add your contact information and shipping address and click "Continue Shipping" .

3. In the next step, check that your information is correct and select the type of shipping, click "Continue with payment". 

4. Once you have verified your details, add your payment details and billing address and click "Pay Now" 

6. If it is a payment with PayPal or credit card, you will receive an email confirming your order.

MY ACCOUNT:

-I forgot my password. 

If you forgot your password, click "Sign in",then click "Forgot your password?" and enter your email address.

- Can I place an order without creating an account?

At Coelimx.com you can make a purchase as a GUEST or as a REGISTERED customer. Remember that registering is very simple and we will only ask you for essential information to speed up the purchase process. 

You will always have at your disposal the information of your order entering your account. If you are a registered customer or through the link that we send you in the confirmation email, if you are a guest customer.

 

PRODUCTS AND STOCK

- The item you wanted to buy is out of stock.

 If the item you want to buy appears on the site as out of stock contact us here.  requesting information about a preliminary date when the item is available again.

 - How to get more information about a product?

 Each product has its description, in case you need more technical details regarding the model / type of product contact us here

- I received a product that I did not order.

 If you receive a product that I did not order, please contact us here  immediately sending the product description.

PAYMENT

- Why has my payment been denied? 

There are several reasons why your payment may be declined:

 ● There is not enough money in your account.

 ● You are ordering from a country where we do not deliver. 

● Your IP address could be suspicious. 

● Your credit card is not configured for online purchase. 

● Contact your bank for more information. 

For more information on declined payments, please feel free to contact us here  or through any of our networks Social.

- Why the status of my order is "Awaiting confirmation" 

The status "Awaiting confirmation" can mean:

 ● If you have paid by bank transfer, it means that we have not yet received the payment. 

● The transaction through bank card is still ongoing. However, we may contact you to verify the authenticity of the order. The order will not be confirmed until the payment is validated. 

If the order is "awaiting confirmation" for an unusually long period, please contact us here.  

EXPEDITION AND MONITORING

- My order has been damaged during transport.

 If your order when delivered, the product is damaged, please contact us here  and we will ask you to send us the following images: 

● A photo of the product (full view) 

● A photo of the damaged product (close-up) 

● A photo of the package (full view)

 A second shipment or refund may be made

- When will I receive my order? 

Shipments of COELI products are made through a courier company. The order made by you will be delivered within a maximum period of 15 working days from when we have made the order confirmation. 

The delivery times presented are understood from the time the order has been processed, the processing of an order will not be more than 2 business days for line products and 10 business days for personalized products.

For national orders (Mexico):

If your order is standard shipping, the delivery time is 2-5 business days.

If your order is express shipping, the delivery time is 1-2 business days.

 

For International orders (Rest of the world):

International delivery times may vary.

Please allow up to 5 business days for your DHL Express parcel to reach you.

- How much are the shipping costs? 

 

National shipments:

For orders of more than $ 790.00 MXN, express shipping will be free.

The cost of standard shipping is $ 90.00 MXN and the delivery time is 2-5 business days.

The cost of express shipping is $ 120.00 MXN and the delivery time is 1-2 business days.

 

International deliveries:

 

For the United States and Canada:

The cost of express shipping is $ 32 USD and the delivery time is 3-5 business days.

 

For the rest of the world:

The cost of express shipping is $ 79 USD and the delivery time is 3-5 business days.

 

Please note that international orders may incur customs or import duties when your order arrives. Contact your local customs office for more information.

- Can I receive my order at a different address than the billing address? 

When you order, you can choose a delivery address that may be different from the billing address. 

- Where are the items shipped from?

 All products are shipped from  Jalisco, México.

 - In which countries is it delivered? 

COELI products offered are distributed worldwide within the scopes of shipping companies

- Can I change the delivery address after placing the order?

 Unfortunately, no, once the order is made you will not be able to change the shipping address, but you can do it from the carrier page when you already have an associated guide.

 - How will I know if my order has been dispatched?

 You will receive an email as soon as your order is shipped.


- How will I know if my order has been dispatched? 

You will receive an email as soon as your order is shipped. 

- How to track my order?

 You will receive an automatic email on the day your order leaves our headquarters. This email contains the list of shipped items and a link for parcel tracking. If you have questions about shipping and delivery of your parcel, you need to contact the carrier.

 -My order has not yet been delivered.

 If your order has not arrived within the stipulated delivery days, please do not hesitate to contact us here.  

 OTHERS

-I can't find the question I want to ask. 

If your question is not one of the above, contact us here with your question and we will gladly answer it.